An innovation day at Suncorp Bank aimed at bringing business and IT colleagues together in the name of the customer has triggered the launch of a new bill splitting service.

We’re entering the third era of digital transformation where a customer’s experience of your products and brand will be delivered via “living services” fuelled by data analytics, the Internet of Things and real-time, contextual engagement.

Technical roles in marketing are on the rise and more candidates are emerging with a combination of traditional and technology skills, according to the latest Hays quarterly report.

Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework for their organisation to emotionally connect with consumers.

This year’s Customer 360 Symposium was awash with insights into how brands can become more customer-led organisations and better engage not just digitally, but across any channel, device and touchpoint. Here, we present our top seven takeaways on how you can improve your organisation’s customer experience credentials.

Transformational change aimed at putting the focus back on members and delivering omni-channel products and services is bringing Australian university retailer, The Co-op, back from the brink and generating a series of new business opportunities.

Top-performing companies today are the ones that have moved from perceiving customer experience as a metric, to treating it as a management system, according to one of Bain and Company’s Asia-Pacific customer practice leaders.

Brands that don’t interact with customers on social, or who fail to build an emotional and consistent connection through channels like Facebook and Twitter, are selling their customer experience strategy short.

Customer experience for NIB was a verb, not a noun, until the organisation launched a transformation program and voice-of-customer strategy using Net Promoter Score (NPS).

Managing customer expectations and the balance between solid and ‘wow’ experiences is about putting credit into a bank account, Starwood Hotel’s VP of marketing, distribution and loyalty claims.

Rakuten Marketing has acquired mobile marketing company, Deep Forest Media, and its demand-side platform in a bid to propel its omni-channel capabilities.

Frost & Sullivan estimates Australian businesses will spend $3.5 billion on search marketing by 2019. But what’s the point on spending so much on getting visitors to a site if they can’t find what they are looking for once they get there?

McDonald’s A/NZ CMO, Mark Lollback, isn’t someone who backs away from a challenge or the need to change. So when he was offered the opportunity to help McDonald's turn its go-to-market strategy around and find a way to deliver stronger long-term value to its customers to drive sustainable business growth, he jumped at it.

Marketers have historically put too much focus on acquisition and need to recognise existing customers are both a source of growth and influence through advocacy.

Consumers today want it all. They want the convenience of shopping online but they crave the visual, emotional and physical experience of touching and trying on (or out) items, which they get by shopping in store.

Finding a way to treat a customer uniquely through journey mapping, personalised content and services has become the name of the game for online health and nutrition retailer, PureFormulas.

Global property group, Colliers International, has launched a new website aimed at giving commercial and residential property hunters a consistent but more personalised experience when searching for properties worldwide.

Building repeat customers is a big challenge for every retailer, particularly given the ease of sourcing products digitally today. But thanks to a commitment to customer lifetime value, data smarts and some savvy digital marketing, it’s something US-based fashion jewellery retailer, BaubleBar, has firmly in its sights.

Data is the “new oil” for organisations and is driving both operational improvements and fresh customer products and services at this year’s Australian Open, its CIO claims.

It’s the primary objective of every retail organisation: To recognise and personalise the shopping and brand experience of every customer, whatever the channel, whenever the interaction, and in a seamless and dynamic way. And that’s exactly what Australian fashion retailer, The PAS Group, is looking to do.

Helping organisations identify and address their customers’ pet peeves has become the cornerstone of invention for Australian management consulting group, Inventium.